Program Manager

divh2Seasoned Program Manager - ITSM / h2pSeeking a seasoned Program Manager - ITSM to lead the delivery of managed services for MIT Lincoln Labs. The ideal candidate is a dynamic leader with deep expertise in IT Service Management (ITSM), ITIL best practices, and hands-on experience with ServiceNow. / ppJob Description / pp1. Service Delivery Management / ppOversee end-to-end delivery of managed services with a focus on quality and efficiency / ppEnsure adherence to SLAs, KPIs, and contractual obligations / ppProactively monitor performance and resolve escalations / ppApply ITIL principles across Incident, Problem, Change, and Request Management / ppUtilize ServiceNow for ITSM operations, reporting, and analytics / pp2. Client Relationship Management / ppAct as the primary liaison for the client, fostering trust and transparency / ppLead regular service reviews and strategic planning sessions / ppAlign service delivery with evolving client goals and expectations / pp3. Team Leadership Development / ppLead, mentor, and inspire a team of service delivery professionals / ppConduct performance evaluations and support career development / ppIdentify training needs and promote ITIL certification pathways / ppAdditional Skills Qualifications / pp4. Operational Excellence / ppDrive continuous improvement through ITIL-aligned best practices / ppMaintain SOPs and ensure regulatory compliance / ppChampion quality and operational efficiency across service functions / pp5. Project Management / ppManage service-related projects from initiation to completion / ppOversee resources, timelines, and risk mitigation strategies / ppEnsure successful delivery of project milestones and outcomes / pp6. Financial Management / ppOversee service delivery budgets and financial performance / ppIdentify cost-saving opportunities without compromising service quality / ppMaintain fiscal discipline and accountability / pp7. Stakeholder Coordination / ppCollaborate cross-functionally with IT, HR, Finance, and other departments / ppManage third-party vendor relationships and service integration / ppEnsure alignment and transparency across all stakeholders / pp8. Reporting Analytics / ppDeliver performance insights to senior leadership and clients / ppLeverage ServiceNow dashboards for data-driven decision-making / ppTrack key metrics and identify areas for improvement / ppEmployee Value Proposition (EVP) / ppAt Red River Managed Services, we provide a welcoming and positive workplace where everyone feels valued and able to do their best work, fostering a one-team mentality. Our employees work together to foster wise decision-making that relies on data, experience, and collaboration. We seek self-motivated individuals who are open to an environment based on this teamwork and shared success. / ppWork Environment / ppMIT Lincoln Labs, one of the most prestigious Labs in the world / ppOn site- 5 days a week, first shift / ppExternal Communities / ppLooking to hire immediately. Requires a Secret Clearance. Permanent, full-time position. Salary : $150,000-$175,000 / p / div